Description
Interact with utility customers to provide scripted or routine information on accounts, billing, rates, usage, outages, and service requests. Handle and resolve common service or billing complaints, process payments and account changes, and issue service orders or adjustments. Excludes roles primarily focused on field installation, sales, repair, or technical support.
- • Record customer contacts, account notes, service orders, and outcomes in the customer information system (CIS).
- • Resolve billing and service issues by issuing credits, adjusting bills, arranging payment plans, or scheduling meter rereads and service orders.
- • Verify completion of account updates, service starts, stops, transfers, reconnections, credits, and payment arrangements.
- • Contact customers with updates on outages, high-bill or leak investigations, meter tests, and approved adjustments.
- • Escalate unresolved or complex cases to meter services, field operations, billing or collections, or regulatory complaint teams.
- • Quote rates, fees, deposits, and estimated charges; process payments and set up autopay or budget billing.
- • Create and process service start, stop, and transfer requests; update addresses, contact preferences, and authorized users.
- • Research usage concerns by reviewing meter reads, interval data, weather, occupancy, and rate changes to assess complaint validity.
- • Promote conservation programs, rebates, e-billing, budget billing, and time-of-use or efficiency offerings when appropriate.
- • Apply tariffs, rate schedules, and company policies to determine eligibility for adjustments, payment options, and service restoration.
- • Investigate disputed charges by comparing meter data, work orders, and past bills; issue corrected statements when warranted.
- • Recommend improvements to billing communications, outage notifications, self-service tools, and customer service processes.
- • Communicate via phone, email, chat, and in person to provide service information, take orders, accept payments, and document complaints.
Related specializations
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Related Pathways
Marketing & Sales
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Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
